Global Hosted Contact Center Market Update (Market Focus)

Publication Date	December 2006
Publisher	Datamonitor
Product Type	Report
Pages	12
ISBN Number	not applicable
Product Code	DAT04451

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Summary

Introduction

Analysts and vendors have been advocating the concept of hosted contact centers for some time. The primary reasons for purchasing a hosted contact center remain unchanged, yet these reasons can not provide an impetus for the expected growth. This brief addresses several key subjects in the hosted story, namely what will be the catalyst for the second wave of hosted contact center take-up.

Scope

To host or not to host? This is the first question that is asked - what does it mean.
The second wave of hosted contact center uptake will be focused on business transformation - the contact center moving from a cost to profit center.
The hosted contact center market will continue to grow rapidly in particular markets, with North America and EMEA combined spending $884m in 2010.

Highlights

The fastest growing segment of the market will be the hosted contact center market and, by 2010 there will be over 800,000 hosted APs globally. Compared to some estimates, this may seem low - a penetration rate of 9.3% - but it is important to consider that there are still many deployments at the low-end and the market is growing rapidly.

The face of the contact center has started to change as C-level executives have begun to understand the true value that it can bring to the organization, as it not only interacts with its customers, but also helps drive brand value.

As such, the contact center, regardless of how it is deployed, is gaining prominence in an organization's strategy. What enterprises are now starting to ask themselves is how to turn the cost center into one that can deliver profit.

Reasons to Purchase

Understand why the hosted contact center market is changing so rapidly.
Discover the key drivers in the second wave of hosted contact center uptake.
Uncover the barriers to the hosted model, and how these can be reduced.

Content

Catalyst
Summary
Methodology
- AnaLYSIS
- To host or not to host - the first question that is asked
- Clarifying the hosted contact center
- Early adopters of the hosted contact center are primarily driven by cost control
- There are still barriers to the initial uptake of hosted contact centers
- Security and reliability
- Control
- Risk
- A major disincentive to opting for a hosted solution is an existing arrangement
- The second wave of hosted contact center uptake will be focused on business transformation
- The real drivers in implementing a hosted contact center in a bid to transform the organization from a cost to a profit center
- Reason number 1: Distributed contact centers become a reality with hosted technologies
- Reason number 2: Accessibility to WOTs in a hosted environment can make better use of operational and customer data
- Reason number 3: SIP - is it really a successor to CTI?
- Reason number 4: Mobile workforces are altering the dynamic of the contact center
- The hosted contact center market will continue to grow strongly in particular markets
Appendix
Further reading
- Ask the analyst
List of Tables
- Table 1: Global hosted APs, 2004 - 2010
- Table 2: Global Hosted contact center spend, 2004 - 2010
List of Figures
- Figure 1: The network elements to a hosted contact center
- Figure 2: Which of the following statements best describes your contact center, and how do you think that this will change over the next 12 months and 3 years?
- Figure 3: Total Global hosted contact center APs 2004 - 2010